Hello Kelly,

We have never received such reports of passwords not working but can you please provide us with the back end and FTP access to the site so that we can check on this?

Hi Mark,
Sorry for the delay - I'm very new to Joomla, so I had to ask the person who designed the website how to give you back end access. You can log in to the back end of http://www.radicalremission.com with user "xxx" and pw "xxx." Let me know if you still need FTP access -- I'll have to ask my web hosting company how to give you that access.

Thanks,
Kelly

Hello Kelly,

I am sorry for the late reply.
Can you provide us with FTP access so that we can further debug this issue? It seems like your site cannot get the password from the quick registration. After debugging this issue on your site, I found that your site is giving me this error: Password cannot be empty.

Please be advise.
Thanks.

Hi Mohd,
Our hosting company is Dreamhost.com, and I created a new FTP user for you to use . Let me know if you have trouble gaining access. I know that when the designer we hired was designing the site with EasySocial, he made the "password" box required -- so perhaps that's why it's saying "Password cannot be empty"?

Also, please note that our designer made some customizations to the coding (with the help of your support team), so I hope that when you fix this bug, our designer's customizations will remain. The biggest customization that I'd like to keep is that we have any user's answer to "Please summarize your healing story in 100 words or less" automatically show up on the "About" section of their initial profile page, without having to click "View Full Profile." See this as an example: http://www.radicalremission.com/index.php/profile/792-william-kelley-eidem . I'd really like to keep this customization, if possible, while also fixing the login bug.

Please keep me posted on what you find out.
Best,
Kelly

Hello Kelly,

How do we access the back end of your site? When I tried to access http://www.radicalremission.com/admninistrator/index.php it's returning a 404 page.

Hi Mark,

The credentials for the backend of the Joomla site are different than the dreamhost ftp site. I provided the Joomla credentials earlier in this thread, but here they are again: http://www.radicalremission.com/administrator/index.php

Thanks,
Kelly

Hello Kelly,

Thanks! Anyway I have just tried to sign up and upon approving the user, I was able to login without any issues at all. Can you please let us know what we are missing here?

Hi Mark,
It seems to happen only to people who try to register as a "Radical Remission Survivor" - not as a Guest. We get emails from people that say this:

"Hi, I have received your e mail saying that my application has been approved. Unfortunately the website does not recognize my password or email address."

Another woman said, "The message was 'invalid token' and my entire healing story got lost again. This is very frustrating!" This particular woman was using Dell pc, windows 7, Internet Explorer.

Could it be for people who are using Windows and not Mac, or something like that? This issue has been going on for 2-3 months now, and the only way we know how to fix it is to go in and manually reset their passwords, and then email them the new password we just created for them. This is obviously not secure. Also, we are losing potential users, since many don't even email us to tell us their login isn't working - instead they just get frustrated and give up.

Thanks,
Kelly

Hello Kelly,

I am sorry for the late reply.
I have fixed this issue with your site. Can you verified it for me is this issue is resolved? It is a bug from our end. Thanks for reporting this to us. This fix will be included in the next releases.

Looking forward to hear from you again. Please do update us back.

Hi Mohd,
I'm SO HAPPY to hear that you were able to find the problem and fix it! I just tried a test user (Radical Remission survivor, not Guest) and it worked for me, but I"m on a Mac. I'll let you know if we have any further trouble with people having issues trying to register with Windows computers.

Thanks again,
Kelly

Hello Kelly,

I am sorry for the late reply.
You're welcome. Glad to hear your issue have been resolved. If you have anymore question, please don't hesitate to ask us and please do update us back. Looking forward to hear from you again.

Thanks again and have a wonderful day.